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Frequently Asked Questions

Below you will find the answer to the most frequently asked questions about our website.

1. TIPS FOR BUYING

Buying items with wallapop is safe and easy. But a little advice never hurt anybody:

If you don't plan on paying cash to the seller in a face-to-face transaction, it’s best to use our Wallapay system. Wallapay protects your payment unlike other payment transfer options that can be risky and offer no guarantees.

If you think a user is misusing the app, let us know. We want wallapop to be a safe and open community. We actively pursue fake users and, if needed, intervene in serious miscommunications between users. In the wallapop community, respect is our priority.

Remember, no one's going to sell a quid for 50 pence. If an item is listed for an absurdly cheap price (especially tech or luxury brand items), it could be fraudulent. Take extra precautions especially if the item photos seem to be from a catalogue or website. If you see an item you think is a fake, you can report it in the app and help us decrease fraudulent listings.

2. TIPS FOR SELLING

You don't have to be a rocket scientist to list an item on wallapop, and with these simple tips you can make an ad that really stands out!

A picture is worth a thousand words! We recommend taking photos using lots of natural light so your item can shine in all its glory. You can upload 4 photos per listing and 8 if it's a car; take advantage of this and show some details.

Good titles sell your listing!

The title isn't just an introduction, it's the key to showing up in shopper's searches. If it's an item with a specific size or model, say it in the title.

Get better results with a great description!

If it's new, let the people know. And if it's used, say it loud and proud. It's important that your descriptions are honest and accurate.

3. SEARCH FOR ITEMS

Looking for something specific? Use the search tool at the top left of the screen and enter the name of what it is you want. You can also search by category to see more of the type of items that interest you (clothes, cars, etc).

4. SETTING YOUR LOCATION

Setting the location of your profile is an essential part of wallapop, after all the items are shown to you based on how close they are. How can you set your location? Well, it's super easy! Go to your profile and enter your address or postcode in the Location of your items. The app will automatically link your profile with your location and now users near you will see all the items you're selling.

You and I both know you're never going to wear those shoes your sister bought you that are still brand new; so what are you going to do with them? Sell them! Open up the app, press the button that appears at the top right of the screen and the upload screen will appear. It's quite simple, you'll see: select the category of your item, fill out the title and description and upload some photos. If you're selling a car, be sure to include the year, model, mileage etc.

Once you have done that, press the button “upload item” and offers will start to come into your profile area. You’re one step away from a sale!

6. CHAT TO OTHER USERS

So, you've found just what you were looking for, now how do you tell the seller you're interested?

Select the item of interest by tapping its listing. Once on the listing page you'll see the "Chat" button. Now you can open a line of communication and start making deals. You're on your own from here ;) Remember, if the item is not near you you can ship your items from our application.

7. DELETING CHATS

To delete chats, you need to first go to your messages inbox that you'll find in the main menu. Access your conversation by going to the three-dot icon at the top right of the screen

Remember that you won’t be able to access a conversation once it has been deleted unless the other user writes back to you.

8. BLOCKING A USER

Even though our app is all about making it easy to buy and sell items in your area in a friendly and easy-going kind of way, inevitably there are some people who can become a nuisance.

If a user is bothering you, you have the option of blocking them so they aren't able to contact you anymore. Just go into the conversation and press the three-dot icon at the top right of the screen. And if you change your mind and want to unblock them, follow the same steps.

9. MARK AS FAVOURITE

Let's say you stumble upon an item that strikes your fancy but you're just not in the market to buy quite yet; mark it as "Favourite" and come back for it later! It's easy. Just tap the heart icon you'll find at the top of the listing page and it will be stored in your favourites list. To see all your favourites, go to your profile and click on "Favourites", it's right next to your reviews.

10. REPORTING A USER

The option to block a user is in the messaging screen between the two of you. Click on the three-dot icon in the top-right of the screen. The app gives you the chance to choose the reason you are reporting the user from various options (fraud, suspicious behaviour, etc). We just ask that you be sincere and responsible when reporting users so that we can be more effective and efficient in pursuing reports that truly deserve our attention and action.

11. RATING A TRANSACTION

Once you've marked an item as "sold", you'll see a screen where you can choose the user who bought the item. Once you've selected the user, you'll be able to rate the experience between 0 and 5 stars leave a brief review.

The buyer will receive a notification in the chat so that they can also leave their review. Both ratings will be published in your profiles and visible to all other users once both parties have completed the review process.

12. PROHIBITTED ITEMS

At wallapop we believe in second chances and the more unique the item, the better! But even we have our limits and, of course, our legal responsibilities, that we have to respect.

Among other things, these items are not allowed to be advertised and/or sold on wallapop:

- Food

- Animals

- Medicine

- Weapons

- Anything that may cause psychological or emotional harm or that is prohibited by law.

Please find the complete list here.

It's our goal to give new life to the items you no longer need but we also need to exercise a bit of common sense. Selling your cousin a half-empty beer from Saturday can be funny, but we prefer to reserve the space for real offers ;)

13. MARK AS SOLD/RESERVED/EDIT OR DELETE ITEMS

Once you’ve closed the deal you will need to mark the item as “sold” so you won’t keep receiving offers. If the deal is almost done, you can mark the item as “reserved”. To mark your item as ‘sold’ go to “My zone” and press the button for this. You have the option to edit or delete any of your listings. Careful with that "sold" button though, once it's clicked you can't take it back.

14. COLLECTIONS

These are collections of items hand-selected by us that we think fit nicely into a specific theme. For the time being, it isn't possible to add items to collections that have already been published. The exception to this rule is the "Featured in your area" collection, which automatically updates with items in your area that have paid for more visibility.

15. I CAN’T FIND MY ADS

You're on your profile page and you don't see any of your listings; what's going on? Before you start an investigation, remember these things:

- Your listings won't show on the home screen, only in your personal area. This way you don't get bogged down by your own ads when using the app.

- It's possible you've logged into an account that doesn't have your listings. If you don't remember the account you used to upload your items, get in touch with us via the Help section of the app and tell us the exact title of one of your listings. We'll do our best to find it and send you the password so you can get back to work.

- Or maybe your item was deleted because it didn’t comply with our terms of use. If this is the case, you should have received an email telling you why we removed the item.

16. WHY WAS MY LISTING REMOVED?

There are many reasons why listings might be removed. Remember there are certain items that are not allowed to be listed and/or sold, according to our terms of use. In the "Rules of wallapop" section you can find more complete information.

17. RESETTING YOUR PASSWORD

If you've forgotten your wallapop password, don't worry! We'll send you another one. Just select "Forgot your password?" on the login page and you'll receive a new one in your email that is registered with wallapop.

18. DELETING YOUR ACCOUNT

Saying goodbye is hard and we don't want you to leave! But, if you've really thought it through and you still want to close your wallapop account just go to your account profile via the website and you will find the option to delete your account at the bottom of the screen.

19. PAYING FOR VISIBILITY

So that your ad has more visibility than others and stands out from the rest, you can get one of our visibility services to feature your ad on the app and the website. It’s completely optional to take on one of these services and it’s not in any way necessary in order to upload an item or use Wallapop.

The featured ads have a different look to the rest of the ads. They appear on the wall in a bigger size and you can mark them as favourite and begin a chat without having to view the details of the ad. These ads can also be distinguished by a special icon (a blue coloured wing or a yellow lightning bolt) depending on the type of service you have chosen.

The purchasing process is slightly different on the app and on the webpage (link a FAQS app?).

On the website, you can feature your listings from “My zone”. Remember you have to be signed in to see this section.

From the “Items” section you can choose which of your listings to feature and select the type of feature you want and how long you want to feature your ad for.

You can buy multiple features at the same time and apply them to any of your ads. Once you have made the payment, your listings will appear as featured on the wall. Bear in mind that you can only apply one type of feature to each of your listings at any one time.

Purchasing via the website can be done with any of the following debit or credit cards VISA, MASTERCARD, MAESTRO and JCB.

It’s not possible to remove, reposition or change the service type nor duration once the advert has been featured. This includes instances where the advert has been removed by the moderation team or due to a technical incident.

Also, be aware that if you accidently remove or mark your item as sold before the contract period expires, the remaining duration of the visibility service will be lost.

If you require an invoice with IVA for the purchase of our visibility services, you can contact us with the following information via the Help section of the app.

If you request an invoice as a business we need the following information:

- Business name

- Address

- Street/number/flat/door

- Postcode

- Region

- CIF

If you request an invoice as a freelance we need the following information:

- Address

- Street/number/flat/door

- Postcode

- Region

- NIF

It’s not possible to accidently purchase features as the process is made up of various steps where you will select and accept your options before payment.

We cannot offer refunds for the services once they have been purchased and applied to your listings regardless of whether it has been:

- marked as sold or deleted

- removed by our moderation team

- blocked because of a technical issue

If you have made a payment and the feature has not been applied to your listing, you can contact us from the Help section so that we can look into it and solve it for you as soon as possible.

You can buy various types of visibility services with specific costs and duration:

Prices

The price and period of the feature service can vary depending on different factors such as the type of item that is being featured, your options and the area in which it is featured.

You can always check the duration of the service before confirming your purchase. The app suggests the most relevant visibility feature for you and the ad you have chosen to mark as “Recommended”.

Types

Feature in your area (shown by the green wing icon).

This option allows you to feature your item in the area you are located. This service changes the format of the add; it positions your ad at the top of the wall and will also be included in the featured collections in your area.

If in your region there is an option to feature your item in the whole city, then your ad will be included in all of the various neighbourhoods that make up your city.

Featured in your city (shown by a green wing).

This option means you can highlight your ad in all the areas of the city, regardless of the neighbourhood you are based in. The ad will look different from the other ads, it will be shown in a higher position on the wall and will also be added to the featured collection for the whole city.

With this option you can feature your ad throughout Spain regardless of your location and your ad will also appear in the featured collections nationally. Your ad will also be made to look more appealing and will be positioned at the top of the wall.

Urgent (shown by a yellow lightening bolt).

This feature helps your ad to stand out by changing the format and making it stand out from the other ads. Your ad can be found using specific filters in the search field, both on the app and the website.

Wallapop PRO: coming soon on the web version.

If you have bought a visibility service but the listing you chose has not been featured then there’s no need to panic! Just get in touch with us from the Help section on the app and tell us which is the ad that’s causing the issue. We’ll look into it and get back to you as soon as possible.

It’s possible that your featured listing hasn’t been published because it was removed for not complying with our rules or because it has been blocked for our moderation team to take a closer look at or due to a technical incident.

If you’ve purchased a feature for your ad and it hasn’t been applied it may be because the payment process was interrupted. If the payment has been made but you don’t see your ad featured on our wall, then get in touch with us via the Help section and we will look into it and get it solved right away.

Once you have purchased a visibility service and it has been applied to you listing, we cannot refund any expenses.

The purchase of visibility services are not exempt from our rules of publication: https://es.wallapop.com/rules. If our moderation team has removed one of your featured listings, get in touch with us in so that we can sort it out for you.

Ads that are removed for not complying with our rules or the current legislation will not be liable for compensation.

20. WALLAPOP SHIPPING

Wallapop shipping is a new functionality that allows you send and receive your goods with the postal service. At the moment, you can only do this via the application.

We offer you this service to improve your experience of the app with a secure payment system for whatever you buy and sell.

From now on, when you want to buy or sell items at a distance, all you have to do is buy and pay with Wallapop Shipping or sell and package your item! We’ll take care of the rest!

We’ll handle your delivery with Correos. We’ll send you a tracking number for the delivery so that you can track it at all times; now all you have to do is take it to the Correos office. As a buyer, you’ll get your item to the address you supplied when you made the payment.

General conditions

Shipping costs:

- from 0 to 5 kg = 2,95€

- from 5 to 10 kg = 5,95€

- from 10 to 20 kg = 8,95€

- from 20 to 30 kg = 13,95€

The maximum weight permitted is 30 kg per package. Remember that Correos does not allow packages with advertising on them.

The total dimensions of a boxed package may not exceed 270cm; adding together the total length, height and width. If the packages are rolls or tubes (rugs or sheets...) the length must not exceed 170cm.

- Administration fees

For purchases up to 25€ the administration cost is 2,50€

Purchases from 25€ to 1000€ have an administration cost based on the value of the item (between 5 and 10%).

You can always check the total amount on the payment summary screen before sending an offer.

*The weight limit for is 30 kg per delivery (package). You can send deliveries up to

30 kg on the iOS 1.32.0 version of the app or later and 1.34.0 or later on Android. If you have an older version of the app then update it to the latest version and edit the weight of the items you want to send.

When you upload your items, you can add the size and weight range of your delivery including the packaging. For example, if your item exceeds the dimensions 30x50x50cm you should select the 10kg delivery option even if the package weighs less than 10kg.

Correos will not be able to accept your item for delivery if the correct weight range is not selected.

Shipping areas

At the moment, this option is available for deliveries in Spain (Peninsula and Balearic Islands). The Canary Islands are not currently covered, nor are Ceuta or Melilla. International shipping is also not available.

In order to get the tracking number for Correos and use the Wallapop Shipping service, you must make your purchases via Wallapay.

Time limits:

If you’re a seller:

The time limit for you to take your package to Correos is 5 calendar days from the date of the sale of your item. After this time period, the Correos tracking number will expire and they buyer will automatically have their payment returned to them.

Once you have taken the package to Correos, you will receive the payment into your account within 72 business hours. Remember that your account must be linked to a Spanish bank account. The transfer is carried out following SEPA regulations, however, some banks may apply a commission for this service. This commission is not applied by the MangoPay payment platform, therefore, any claim against additional costs must be addressed directly to the bank in question.

If you’re a buyer:

The payment will be taken from the account linked to the card you used to make the purchase. Remember that this account must be a Spanish bank account. If the seller does not take the package to Correos within the time limit of 5 working days, you will get a full refund to your account within 48 hours of the expiration of the tracking number.

Correos will make two delivery attempts. If they are not able to deliver the package as there is no one to receive the item, it will be kept at the Correos office for 15 calendar days; thereafter, if it has not been collected, it will be returned to the sender. If the address is incorrect or unknown and Correos are not able to rectify the problem, the parcel will be returned sooner than the stated 15 days.

In the case that the parcel cannot be delivered, the amount will be refunded with the price of the shipping and the cost of the return deducted.

Security

All payments made using our payment and shipping service are protected. (WARNING: It is essential to carry out your transactions within the Wallapay payment and shipping service in order to be protected).

Wallapop only accepts refunds in the case that the item received is faulty or incorrect. Each case will be looked into by our team and so we remind you that it is essential to chat and carry out the transaction via wallapop.

In order for us to protect your transactions, you must get in touch with us within a period of no more than 48 hours from the receipt of the item. Be aware that if you contact us outside of the stated time limit or via different means, we will not be able to assist you. Get in touch with us via the email here if you have had any issues soporte.envio@wallapop.com.

- Incomplete items; items that have pieces missing but are still able to be used (screws, buttons).

- Items claiming to be in “Perfect condition” or “brand new” etc…

Once Wallapop has accepted the return, we will give the buyer a tracking number in order to take the item to the nearest Correos office within a period of 5 calendar days. Once the seller has received the item back, the refund will be credited to the account within 72 business hours. If the item is not taken to Correos within the 5-day time limit, the seller’s account will be credited for the sale.

No refund can be given if the buyer returns the item before contacting us to follow the correct refund procedure.